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[L1] Techincal Support Agent

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SEDNA

2mo ago

  • Job
    Full-time
    Junior Level
  • Customer Relations
    IT & Cybersecurity
  • Cape Town
    Remote

AI generated summary

  • You have 2+ years in software support, strong English skills, technical passion, problem-solving ability, customer focus, and professional communication, taking proactive ownership of tasks.
  • You will manage customer issues, provide personalized support, collaborate on product improvements, create knowledge articles, and continuously enhance your skills to ensure effective assistance.

Requirements

  • You have 2+ years of experience in customer support for a software company.
  • You are able to speak and write in English at a business level.
  • Technical understanding - you have a passion for technology and can work with computers and mobile devices, coupled with the ability to articulate technical processes in a universally understandable manner.
  • Problem-solving and resourcefulness - you are a troubleshooter, using curiosity, empathy, and logic to identify and understand issues. When you find problems you are resourceful and proactive, making every effort to overcome obstacles and seeking help when needed.
  • Customer focused - you actively listen to and empathise with customers in order to understand issues; you are able to convey information with compassion and clarity.
  • Professional communicator - you are able to translate technical concepts into easily understandable language for customers and communicate clearly and professionally, both verbally and in writing.
  • Proactive ownership - you are responsive to tasks and inquiries, taking ownership and a proactive approach to assigned responsibilities and problem-solving. You demonstrate sound judgement knowing when to escalate issues for resolution.

Responsibilities

  • Issue management - handling incoming customer requests by triaging and ensuring timely resolution. You will need to identify, analyse, and document trends in customer issues, including the systematic identification and reproduction of bugs for the product development teams which will involve a rotating weekend on-call.
  • Customer interaction and brand representation - creating positive customer experiences, you will be a dedicated brand ambassador, by promptly and effectively resolving a variety of enquiries through considerate and personalised responses.
  • Collaboration and communication - contributing to product development by testing new features and bug fixes, while proactively surfacing valuable customer feedback for ongoing improvements. Facilitate seamless support issue handoffs across different regions and time zones.
  • Knowledge management and documentation - enhancing customer support through the creation of comprehensive knowledge articles. Leverage insights from customer interactions and feedback to continually improve and expand the knowledge base.
  • Continuous learning and skill enhancement - staying informed of product features and changes to provide accurate and up-to-date support so you can best assist our customers.

FAQs

What are the primary responsibilities of the [L1] Technical Support Agent?

The primary responsibilities include handling incoming customer requests, creating positive customer experiences, collaborating on product development, enhancing knowledge management, and continuous learning to provide accurate support.

What qualifications are required for this role?

A minimum of 2+ years of experience in customer support for a software company is required, along with the ability to communicate in English at a business level.

What are the core attributes you are looking for in a candidate?

We seek candidates with technical understanding, problem-solving skills, customer focus, professional communication, and proactive ownership.

What are the working hours for this position?

This is a remote role working within our APAC office hours from 5am to 2pm.

Will this role require weekend availability?

Yes, the position involves a rotating weekend on-call to handle customer issues.

What type of environment does Sedna promote?

Sedna promotes a culture that values customer champions, resilience, self-motivation, reliability, and diverse thinking.

How does Sedna enhance customer support?

Sedna enhances customer support through the creation of comprehensive knowledge articles and leveraging insights from customer interactions to improve the knowledge base.

Is experience with technology necessary for this role?

Yes, a passion for technology and the ability to articulate technical processes clearly is essential for success in this role.

How does Sedna view feedback from customer interactions?

Sedna values feedback from customer interactions and proactively surfaces valuable insights for ongoing product improvements.

Can I find more information about Sedna?

Yes, you can find more information about Sedna on our website: https://sedna.com/.

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SEDNA

Smart email for the supply chain and beyond—bringing simplicity, speed and security to business-critical communication.

Technology
Industry
51-200
Employees
2017
Founded Year

Mission & Purpose

Sedna is a data-driven communication platform for the global Supply Chain industry, designed to lighten the manual work of managing email and presenting data so teams can drive commercial success. Sedna provides businesses with a competitive edge by seamlessly connecting an organisation's ecosystem with their communication, leveraging data and messages to empower teams with vital context and faster ways to manage email. Purpose built to serve any type of business and any department in the Supply Chain, Sedna provides enterprise-grade security and compliance, while a team of Maritime experts are available to ensure smooth implementation and support your teams around the world.